Technical Support? While finally resolved, it shouldn't be this hard.

I never receive the email with the code to verify my account when I open a PDF so the program is entirely useless

You need help understanding why you received an email with a verification code. Is that right?

No

I'm still learning. Could you describe the issue differently or tell me your goal?

I never receive the email

I want to make sure I understand clearly. Which of these categories best describes your issue?

Change email address

Ok. I can help you with that.

Change your email address at https://adobe.com/go/change-primary-email

Did that help?

No

Ok. Transferring you to an agent who can help. They'll be able to pick up our chat where we’ve left off.

Hello Shaun, I'll be happy to assist you with your account related query. I see that the account is successfully verified, you can login and access the application.

I periodically am asked to enter a code that it says has been sent to  +old and my email is AA so what is going on. I just got blocked on downloading a PDF by that

are you there?

I have you tried to re-login to the account with the correct email address?

that is how I am chatting with you

But I see that the account is verified and you will not have any issue with logging in. Please let me know which is the email address you are using to login to the account?

I see that the subscription is active. Please try logging out and re-logging in back to the account using skennedy@foodsysteminstitute.com email address and let me know once done.

I did that and it works for now - but the problem keeps showing up randomly. I have a screen shot - how do I send that to you?

This is the address it says it is sending the email to when it happens skennedy+old@foodsysteminstitute.com

so where does the "+old" come from?

If you have disabled an account before with the same email address that shows up, but once you login with the correct email address and save by selecting remember me in the pop-up. you will login directly to the correct account.

When it happens again I will contact you - I never see the pop-up - it makes me want to use Apple Preview and jetison Adobe every time it ruins my work flow.

I understand, but currently the account is registered with the correct email address which is verified. You can always contact us for any assistance relating to adobe services.

The damn thing just happened again

Are you getting that when logging in to adobe account or while accessing the application and creating a document?

when I try to open a document that I have downloaded or received

It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.

thanks

Hi Rama - so what is causing this weird problem?

Hello Shaun. I’ll be happy to assist you in opening the documents.

Just to confirm, you are unable to access the files and it is being directed to different email address. Right?

When I open a document I get a message saying that the code has been sent to skennedy+old@foodsysteminstitute.com

my email address is skennedy@foodsysteminstitute.com

I have updated payment information, logged and logged out and logged in again and it still happens

Thanks for confirming Shaun. Please allow me few moments while I check it for you.

Thanks for being online. Let me connect you to the dedicated team who will help you in fixing this issue.

Thanks

Hello Shaun, I'll be happy to assist you with your access issue. As I see you have an active Acrobat Plan on the account with us under skennedy@foodsysteminstitute.com and so should be able to sign in and access the services. As I understand you have tried signing out and re signing it to your account. Am I correct?

I can sign into the account without a problem - it is when I open a PDF and then I get that message to enter a code that is sent to skennedy+old@foodsysteminstitute.com

which never shows up in skennedy@foodsysteminstitute.com

or in junk

I have understood that. You are able to sign in and sign out of your account. However, as the email address got changed, you would need to sign out and re sign in off the application as well as it is not synced with your account.

So, could you please check for a blue colored icon on the top right corner of the screen and let me know the email address that you see on the desktop application?

I would if the popup asking for the code would let me look at anything

I can send you a screen shot if you tell me how to do so

Alright. May I know if you have Creative Cloud desktop application or the individual Acrobat desktop application?

I have no idea and I can't access the "about" on the application

It is Acrobat Pro DC

I request you to please close the PDF that you are trying to open. Logout of all possible logins and also from the account you have the chat initiated. I will send a fresh 6 digit code to your contact number, please share the same with me once received

ok

Hello, I'll be happy to assist you with the application which you are not able to access. May I know the error which you are getting?

I received the code, texted it back to the number it came from and entered it and it didn't work. I have again closed everything and logged out until opening this to return to chat

So, now are you able to access the plan?

do you mean the PDF?

If so - the answer is no. I still get the message that a code has been sent to skennedy+old@foodsysteminstitute.com

Yes, you are able to edit the PDF with the plan which you have acrobat pro dc?

the chat box won't allow insertion of the screenshot but I can send that to you if you tell me how

I teach at the University of Minnesota and classes started this week and this is really frustrating.

What best I will suggest you is to delete the email address which is skennedy+old@foodsysteminstitute.com and then you will be able to use the original email which is skennedy@foodsysteminstitute.com in which you have the plan.

How the hell do I delete it? It isn't in my profile

I'm an engineer - if it were that simple I would have figure it out. There is something messed up with the application or the registration that YOU need to fix.

I can also help you with changing the email address to another email addresses which is not yet connected with the adobe.

I have three email addresses but the one I want associated with it is skennedy@foodsysteminstitute.com - if that is not somehow feasible it can be switched to kenne108@umn.edu or snowkennedys@comcast.net

I also have shaunpkennedy@comcast.net - just help me make it work

Yes, this email shaunpkennedy@comcast.net is not yet registered with the adobe so I can change with this email.

I will change the skennedy@foodsysteminstitute.com to shaunpkennedy@comcast.net.

Fine - let me know when that is done and I will try to open a PDF again

Yes, I will help you with the confirmation.

I have changed the email to shaunpkennedy@comcast.net and now I am providing you the link to reset the password and verify the email address.

in here or by email?

Please sign in with this emailshaunpkennedy@comcast.net in that email you will get the link to reset the password.

should I reset the password first or verify the email first - I received two emails

Yes, first reset the password and then verify the email address. After that please sign out and refresh the page and sign in to the email shaunpkennedy@comcast.net with the correct password and try to use the PDF.

I am right here let me know if you still face any issue.

I did all that - tried to open a PDF and it said it send the email to skennedy+old@foodsysteminstitute.com

I clicked on log into a different account and entered shaunpkennedy@comcast.net, entered my password and it still said it was sending it to skennedy+old@foodsysteminstitute.com

Give me a moment while I find a solution for you. Thanks for your patience.

I start teaching again in 30 minutes and the only way I can share one of the documents is with Apple Preview

Let me know if your phone number is updated in the account?

it is 651-260-0916

Please check you might have got a code.

Please help me with the code.

I received 040876

Okay, now please sign out and sign in again with the same email shaunpkennedy@comcast.net with the same password.

will do

Let me know if you still face the issue.

I tried to open a PDF and entered the code that was texted - it was invalid. It still says that the code was sent to skennedy+old@foodsysteminstitute.com

Should I just uninstall everything and start over?

It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.

This is the third time I've been sent to a technical support agent - this is ridiculous

Hello Shaun, I'll be happy to assist you with your query regarding signing in to Acrobat. I see that the issue is coming up due to some residual files. May I know if you are using Microsoft Windows or Mac OS?

Mac OS

To help you efficiently, Is it ok if I access your computer remotely to assist you? If yes, please close your personal files and folders.

Let me know once you are ready to start the remote session

Meaning things I don't want you to see or close everything - I go on Zoom to teach in 6 minutes

I can also help you with troubleshooting steps. You can perform them to isolate the issue.

Will it work for you?

You can start the remote session - not everything is closed but nothing personal is open

Okay, that would be great.

https://screen.share.adobe.com/?ak=e04a973ac165675f22fcd704e676881c

1.Click or Copy the link and open it in a new browser tab.
2. Download, Save, and then Run the Bomgar setup on your machine.
3. Agree to the License Agreement and Screen Recording.
4. When the Bomgar window opens, click on "Allow" to start sharing.

You should have access now

Thanks for your understanding. Can I take over?

Yes - just don't close Zoom

Sure, I'll take care of it.

I am done teaching class so you can take control of my computer now to fix the problem

Hello, I'll be happy to assist you with Acrobat application. May I know if your email is set and you are receiving the code on the new email?

Hello? Anyone there?

Yes, I am here to help you may I know if you were able to change the email address?

Hello, Shaun. I'll be happy to assist you. What can I help you with today?

I had been passed off to someone who was going to remotely access my computer to fix the inability to open PDF's but it took so long to get to that person that I had to drop off to begin teaching.

I changed the email and password for my account but when I try to open a PDF it still says that it has sent a code to skennedy+old@foodsysteminstitute.com and my address is skennedys@foodsysteminstitute.com.

I changed the email on my account to shaunpkennedy@comcast.net but the problem persists.

I had to use Apple Preview in class today since Adobe wouldn't work

We can help you with that issue. Do you want me to transfer you to our technical support team?

Yes

Hello, I'll be happy to assist you.I see you are facing issue with verification code. Am I correct?

Yes - it says that it has been sent to skennedy+old@foodsysteminstitute.com. The last support person was going to access my computer remotely to fix it but I had to teach by the time I got to that person.

the email on the account was skennedy@foodsysteminstitute.com but that person had me change it to another one - shaunpkennedy@comcast.net

I see you are subscribed under shaunpkennedy@comcast.net
But email is going to skennedy@foodsysteminstitute.com

it goes to skennedy+old@foodsysteminstitute.com which doesn't exist. If I had ever received a code at skennedy@foodsysteminstitute.com I wouldn't have contact support.

contacted

or changed the email or my password

Thank you for confirming. Let me transfer you to the team who will help you with this

Hello Shaun, I'll be happy to assist you with your account related query. I apologize for the difficulty, I see that you are currently signed in with shaunpkennedy@comcast.net . As you are being directed to a wrong account. I request you to sign-out and try once again. Let me know if that works.

It didn't work the last three times support had me do it.

Even after I changed my email and password.

It just worked this time - but it has done that before.

And then it will revert. I'll contact support again when it reappears as it has every other time for the last month.

Kindly save the login credentials, so it does not happen next time.

I did - I was programming computers on punch cards in the '70's so it is not an operator issue - it is an application issue.

May I know if you get this error on Acrobat Pro DC?

Yes - which for some reason certain PDF's automatically reach for instead of Adobe Acrobat Pro when clicked on from Finder (Mac)

It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.

That's what the last person told me you were

Hello, I'll be happy to assist you.The deafullt application must be Acrobat application if you want open pdf with any other application please change the default app

How do I do that?

Or should I just delete Acrobat Pro DC?

Yes you can

What does Acrobat Pro DC do that Acrobat Pro doesn't?

Acrobat Pro DC is the highest version witj all the features available

When I open it I get the message that a code has been sent to skennedy+old@foodsysteminstitute.com

which doesn't exist

and isn't in my profile

still there?

Are you using the perpetual based application or the subscription one as you have both under your account ?

I just updated the payment details for the subscription - I didn't know I had a perpetual as well as that didn't show up when I logged in

Please install the application from below link "

Pro DC download -
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html
The installation instructions are mentioned at the below of the page


And sign in with shaunpkennedy@comcast.net

the installation is hung up - it has said it has one minute for the last 20 minutes and it is fashing

flashing

the installation speed depends on your Internet speed and machine's response time

I realize that and my Mac and connection are fine - the fact that it is flashing is why I believe it is hung up.

The message window where I am typing in is also flashing.

Kindly restart your system and then re-install the application,

ok

Yes please.

I uninstalled it, shut down, restarted, installed it (it never asked me to log in) and when I open it I get the same result.

My case number from earlier today is ADB-17559928-V9M5. I have now spent three hours trying to fix this today following support's directions each step of the way. Just access my computer remotely and fix this.

What is the full name of the application appearing on the top of the application window ?

Acrobat Pro DC

I would suggest you to try fro the perpetual licence installation once, We have a different dedicated team for this which will be assisting you further. Please stay connected while I connect your chat to the right team.

Hello, I'll be happy to assist you. Please allow me to a moment to review your old conversation.

As per my understanding, you are facing issue while the activation of your Acrobat Pro DC. Is that correct?

It keeps saying that it has sent the code to skennedy+old@foodsysteminstitute.com which doesn't exist.

Thank you for the details. As I can see that you've been transferred multiple times and the last agent has transferred you to the wrong department. In this case, I can arrange a callback on priority for you from the senior team of correct department.

Please share your phone number, timezone and best time to call you?

651-260-0916, CST, now or tomorrow at 9:00 a.m.

Thank you. I have arranged a callback for you on your preferred time. You will receive the callback from the dedicated team for resolving your issue.

Thank you

You're welcome, Shaun.

Thank you for contacting Adobe.

Goodbye.

It is after 9:00 a.m. CST and I have not received the promised call back.

Hello, I'll be happy to assist you with Acrobat, may I know are you facing issue while using the application and I am sorry for the call back, I will share this feedback with my senior.

I just need this fixed and I have now wasted over three hours with support getting nowhere. I had to use Mac Preview in class yesterday since Acrobat didn't work.

At my normal consulting rate Adobe would owe me over $1,000 so far and counting.

To say that I am supremely frustrated and disapointed would be a vast understatement.

I totally understand your frustration and I am arranging the call back with my senior within next 1-2 hours on urgent basis.

Can you sit around and wait for someone to call you back in the next 1-2 hours? I can't. I blocked 9:00-9:30 for this after all the time lost yesterday. I'll take my computer with me but I have to go to the lab.

I am really sorry for the inconvenience, but this time it will not miss and our senior team will call you on this within next 1 hour.

Looks like you have stepped away. I will close this conversation for now, We will continue to investigate the case, and will follow up with an update. Thanks for contacting Adobe.

I am back in my office for 1.5 hours

Hello. I’ll be happy to assist you. What can I help you with today?

Read the prior hours of messages. I am not typing it in again. I am awaiting the promised call.

As checked with the active case, callback has been arranged and the maximum time for it is 24 hours. However, I understand the urgency and connecting you to the relevant team for it. Please stay connected.

Hello Shaun. I’ll be happy to assist you. I understand that you are facing an activation issue with Acrobat Pro DC.

Yes and if you read the chat string you can see that I have been punted around, asked to do a myriad of things and promised a call to resolve it. I don't want to start the merry go round again. Just fix it.

Is it ok if I access your computer remotely to assist you? If yes, please close your personal files and folders. Let me know once you are ready to start the remote session

Yes - that is what I asked to have done twice yesterday.

Before that may I know if you are receiving the verification code to the wrong email address

no matter what I've been asked to do - it still says that the code has been sent to skennedy+old@foodsysteminstitute.com which doesn't exist

skennedy@foodsysteminstitute.com does - but your team had me change my email account to another (shaunpkennedy@comcast.net) in one of the many failed attempts to fix this.

Let me connect you to the right team to assist you with the issue

Hello, I'll be happy to assist you with e-mail related issue.

This is now 24 hours and counting and all I get is promises not kept and punted around.

Read the full history

\It is not an email account issue

It is an Adobe application issue

Fix it

I was told that I would get a call at 9:00 from a supervisor to fix it - didn't happen

Then told someone would call me in 1-2 hours (30 minutes left) and that hasn't happened yet.

This is going to look great for Adobe when I post it

Just fix it

I can see Acrobat Pro DC under shaunpkennedy@comcast.net if you are not able to use it please log in using shaunpkennedy@comcast.net

I request you to sign-out of the Application and sign in again. This will resolve the issue. Please follow the below steps to sign out and sign in again.

Launch creative cloud

Mac OS: Go to Applications > Adobe Creative Cloud > Adobe Creative Cloud.
Windows: From the Start menu, click Search, and type Adobe Creative Cloud.

Click the gear icon in the upper-right corner and select Preferences.

In the Preferences menu, under General, click the Account tab.

Click Sign Out from Creative Cloud.

When prompted, sign in with your Adobe ID (usually your email address) and password.

Please try the above steps and let me know if it works.

Rather hard to do since the first thing it asks for is a code sent to the email account that doesn't exist

Just access my computer remotely and fix it

It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.

Hello Shaun. I’ll be happy to assist you with signing in to the application. Have you launched Acrobat Pro DC application on your computer?

I can't because it says it has sent a code to an email that doesn't exist. Please read the last 24 hours of useless help I've been given.

Just access my computer remotely and fix it

I'm from the Acrobat individual subscription team let me connect you the team who can assist in resolving the issue.
Kindly stay connected.

If I get rerouted again the next call I will make is to Senator Klobuchar to add fodder to her zeal to regulate the tech industry. This is now over 24 hours of abuse from Adobe to fix this.

Her forthcoming book "Antitrust: Taking on Monopoly Power From the Gilded Age to the Digital Age" should give you an idea of how she might receive my call.

Hello Shaun, I'll be happy to assist you. I see that the code is being sent to an email address skennedy+old@foodsysteminstitute.com.

Since, the email address was changed on this account the other account had to be closed. However, to fix this issue we will need to cancel the subscription on the current account and place a new order under the other account and change the email address to the correct one. Would that work for you?

Yes which doesn't, and never has, existed

I really don't care how it is fixed - just fix it

I have now lost over four hours of work time dealing with your support teams

Sure, the current plan will be cancelled with refund for unused days and a new order will be placed on the other account with 7 day free trial and you will be charged for the plan after 7 days.

Please give me a couple of minutes while I cancel and place the order on the other account.

I am now placing the order for Acrobat pro dc on the other account and the email is changed to shaunpkennedy@comcast.net.

Please submit your card details on https://www.adobe.com/go/securepayment, and let me know once you're done. Then I can update your payment information for you.

I updated payment details yesterday in one of the many failed attempts to fix this. I have to do that again?

Getting double billed while getting poor service is not one of my goals.

I understand. As a goodwill gesture I will add 30 free credit days to your subscription after the order is placed and payment is gone through and you won't be charged for the plan for next month. Would that work?

I haven't been able to use it since last month, I've spent four of the last 24 hours getting punted around Adobe support, had my basic intelligence insulted ("this time save your password") and more. I expect more out of Adobe.

I will go to the link

I understand, I will add 30 credit days to your subscription due to the technical issue on our end. Thank you.

Credit card details have been submitted

Do not leave this chat until I can confirm that I can open the program.

Yes, I will stay connected.

Subscription Terms:
Your subscription begins as soon as your initial payment is processed. Your subscription will automatically renew annually without notice until you cancel. You authorize us to store your payment method(s) and to automatically charge your payment method(s) every month until you cancel. We will automatically charge you the then-current rate for your plan, plus applicable taxes (such as VAT or GST if the rate does not include it), every month of your annual contract until you cancel.
We may change your plan’s rate each annual renewal term, and we will notify you of any rate change with the option to cancel. If the applicable VAT or GST rate (or other included tax or duty) changes during your one-year term, we will accordingly adjust the tax-inclusive price for your plan mid-term on your next billing date.
If your primary payment method fails, you authorize us to charge any other payment method in your account. If you have not provided us a backup payment method(s) and you fail to provide payment, or if all payment methods in your account fail, we may suspend your subscription. You can edit your payment information anytime in your Adobe Account page.
For European Economic Area customers, your bank may require you to authenticate your initial purchase using a password, a one-time code sent to your mobile number, or biometric recognition. When you authenticate, you also authorize us to charge your payment method for your additional purchases without providing us further payment information or other instructions (i.e., we will initiate future payments independently). Such additional purchases may occur when we automatically charge your payment method in connection with a recurring subscription or when you add or change licenses or products.
Cancellation Terms:
You can cancel your subscription anytime via your Adobe Account page or by contacting Customer Support*. If you cancel within 14 days of your initial order, you’ll be fully refunded. Should you cancel after 14 days, you’ll be charged a lump sum amount of 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period.

Please reply with 'Yes' if you agree.

Yes and I had better not get double billed

Hello?

Shaun, the full refund of USD 16.06 for the previous subscription has been processed and will take 5-7 days to reflect in your bank account.

To add the 30 credit days to your subscription on the different account you will be charged USD 13.97 today. may I place the order?

Yes

Thank you.

The order is placed successfully for Acrobat pro dc USD 13.97/month promo plan valid for 1 year. Your Order Number - HDD060348001.


I have sent an email verification link to the email shaunpkennedy@comcast.net. Please click on it to verify the email and let me know once done.

My email has been verified

Thank you, the 30 free days have been added to your subscription and your next billing date will be 24 Mar 2021.

Since the subscription is now under the new account, could you please sign out of the desktop application and sign back in with the email shaunpkennedy@comcast.net and let me know if you are able to convert the document and verify the code if requested.

I haven't had the desktop application open since the person two hours ago told me to do that. I will try to open it now.

Sure, please open the app and try to sign out and sign back in with the email shaunpkennedy@comcast.net.

It now works. Why did this take 26 hours?